After years of problems, Chicago family gets new tablet free of charge, all thanks to FOX 32

A Portage Park man says he invested big bucks in a device for his creative daughter.

But after years of problems and no response from the manufacturer, he called on FOX 32 for help. 

“Ever since she was in grammar school, she showed a talent in drawing,” Jose Saucedo said.

Saucedo says his daughter Emerald showed creative promise early on. Now, she's at the Savannah College of Art and Design, pursuing her dream to design characters and games.

So, he bought her a "Wacom Cintiq Companion" tablet a few years ago to help her create.

However, the tablet is here in Chicago instead of with Emerald at school because it keeps having problems.

Saucedo says it started with a software issue, which the company fixed.

“About a year later, we started having issues with the charging port,” he said.

So, he sent the tablet back to get repaired -- three more times. But the charging issue kept coming back.

“Even though it shows that it's charging, you still have to hold it in place. otherwise, it won't charge,” Saucedo said.

In fact, he says he had to hold the device for 30 minutes before FOX 32 came out just to get the charge up to 11 percent.

“I'm getting calls from my daughter saying, dad, I really need this,” Saucedo said.

He's tried reaching out for help.

“When I send emails, they just don't respond anymore,” he said.

So, Saucedo decided to call on FOX 32.

“You guys got results on other problems - take my chance and see what you guys can do,” he said.

We reached out to Wacom. The company told us after reviewing his case, they agreed with Saucedo that the family had extensive trouble with the device. And after we got involved, Wacom offered Saucedo an upgrade to the company's newest model, free of charge.

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